Customer Service Manager-SUPPORT SERVICES-Customer Service

3 weeks ago


Mumbai India Kotak Mahindra Bank Limited Full time

Job Description Support Services-Customer Service - Customer Service Manager - Quality Analyst KMPL-Grade M3 -Location-Mumbai Job Role: 1. Monitoring and Evaluation: - Regularly monitor emails and calls to evaluate performance and identify areas for improvement. 2. Process Improvement: - Implement process improvements to enhance the efficiency and effectiveness of communication channels. 3. Customer Feedback Analysis: - Analyse customer feedback to identify trends and areas for improvement in communication strategies. 4. Reporting and Documentation: - Prepare regular reports on communication quality metrics and present findings to National Head Customer Service. Required Skills and Qualifications: - Experience: - 5 years+ as a Quality Analyst preferably Service quality, Prior Experience of Customer Service in Retail Assets. - Skills: - Strong analytical and problem-solving skills. - Excellent communication and interpersonal skills. - Proficiency in quality management systems and tools. - Knowledge of regulatory requirements related to loan products - Knowledge of system understanding and should have a proficiency in South Indian Languages.



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